I’ll take a look, thanks!
I’m trying to build in a basic approval system. Tickets to a certain queue
are now requiring management approval on both sides (my management and the
requestor’s management). I’m thinking of the following scrips:
CONDITION ACTION TEMPLATE
OnCreate GiveToApprover ApprovalRequired
OnGiveFromApprover NotifyRequestorManager ApprovalRequired
OnGiveFromApprover is simple enough in its idea: when the member of the
Approver group (locally created) gives a ticket away, trigger an action.
GiveToApprover is simple enough in its idea: give the ticket to the
individual in the Approved group.
NotifyRequestorManager is more difficult: identify the requestor’s manager
(either through external lookup such as LDAP or in a yet-to-be-created
manager field in the user’s record); create, if necessary, the manager
account in RT; then send mail with the appropriate template to the
ApprovalRequired is much like transaction except it includes more
On a semi-separate question, when mail comes in multi-part MIME, the
transaction template ends up with blank content (the RT lines are still
there, but the body of the request is blank).